Installation guide

Contents-6
Wave Contact Center Administrator Guide
Setting Reporter options - - - - - - - - - - - - - - - - - - - - - - - - - - 7-8
Setting general Reporter options - - - - - - - - - - - - - - - - - - - - - - 7-8
Setting individual report options - - - - - - - - - - - - - - - - - - - - - - 7-10
Customizing Contact Center Reporter - - - - - - - - - - - - - - - 7-11
Making a report Shared or Local - - - - - - - - - - - - - - - - - - - - - 7-11
Reporting on outbound Contact Center calls - - - - - - - - - - - - - 7-12
Printing and scheduling reports with the Report Runner - - 7-13
Running the Report Runner without a command line statement 7-16
Available reports overview - - - - - - - - - - - - - - - - - - - - - - - 7-16
Activity History by Agent report - - - - - - - - - - - - - - - - - - - - 7-21
Setting options: Activity History by Agent report - - - - - - - - - - 7-21
Reading the Activity History by Agent report - - - - - - - - - - - - - 7-21
Activity History by Queue report - - - - - - - - - - - - - - - - - - - 7-23
Setting options: Activity History by Queue report - - - - - - - - - - 7-23
Reading the Activity History by Queue report - - - - - - - - - - - - 7-23
Agent by Queue and Skill Configuration report - - - - - - - - - 7-25
Setting options: Activity History by Queue report - - - - - - - - - - 7-25
Reading the Activity History by Queue report - - - - - - - - - - - - 7-25
Agent Call Trends report - - - - - - - - - - - - - - - - - - - - - - - - 7-26
Reading the Agent Call Trend report - - - - - - - - - - - - - - - - - - 7-26
Agent Performance Trends by Queue report - - - - - - - - - - 7-28
Reading the Agent Performance Trends by Queue report - - - 7-28
Agent Performance by Skill report - - - - - - - - - - - - - - - - - - 7-29
Reading the Agent Performance by Skill report - - - - - - - - - - - 7-29
Agent State Summary report - - - - - - - - - - - - - - - - - - - - - - 7-30
Reading the Agent State Summary report - - - - - - - - - - - - - - 7-30
Agent State Summary by Queue report - - - - - - - - - - - - - - 7-32
Reading the Agent State Summary by Queue report - - - - - - - 7-32
Average Wait Time and Call Volume by Time of Day report 7-33
Reading the Avg Wait Time/Call Volume by Time of Day report 7-33
Call Distribution by Skill and Agent report - - - - - - - - - - - - - 7-34
Reading the Call Distribution by Skill and Agent report - - - - - 7-35
Call Distribution by Skill and Queue report - - - - - - - - - - - - 7-36
Reading the Call Distribution by Skill and Queue report - - - - - 7-36
Release 2.0 Service Pack 1
April 2011